Shipping Policy
Direct shipping to the United States and Canada. Other destinations require confirmation before you order.
1. Destinations · 2. Services & Charges · 3. Dispatch · 4. Overnight / 2nd Day · 5. Delivery Estimates · 6. Delay Refunds · 7. Dangerous Goods · 8. Service Errors · 9. Tracking · 10. Duties & Customs · 11. Freight Forwarders · 12. Lost or Damaged · 13. Returns & Rights · 14. Contact
1 Shipping Destinations
We offer direct shipping to the United States and Canada. Available services and charges depend on the delivery address, product, and applicable shipping restrictions.
Shipping to the following countries and territories may be available, subject to confirmation of the complete delivery address and the products being ordered:
Before placing an order for any of these destinations, contact support@gensace.com with:
- The complete delivery address, including postal code.
- The product models and quantities.
- Any requested shipping service or delivery deadline.
We do not currently offer direct shipping to the following countries and territories:
For destinations not listed above, contact support@gensace.com before ordering. Shipping availability is subject to change.
2 Shipping Services and Charges
Available shipping services and charges will be displayed at checkout or provided by our team after confirming the destination.
Charges depend on the delivery address, selected service, package size and weight, and applicable special handling requirements. Certain products or destinations may have limited shipping options.
3 Order Processing and Dispatch
Order processing time is separate from carrier transit time.
Dispatch depends on product availability, payment clearance, order verification, and carrier pickup schedules. If we expressly confirm a dispatch date, that date refers to handing the shipment to the carrier, not delivery to the customer.
Creating a shipping label does not constitute carrier acceptance.
4 Overnight and 2nd Day Shipping
Overnight and 2nd Day services refer to the carrier’s transit service after it accepts the shipment. They do not include order processing time and do not automatically mean an order will ship on the day it is placed.
Transit timing is subject to the selected service, carrier acceptance time, business-day schedules, holidays, destination, and shipment restrictions. Weekend or holiday delivery is not included unless specifically offered and selected.
If you require delivery for a particular event or deadline, contact us before placing your order to discuss available options.
5 Delivery Estimates and Carrier Delays
GREPOW, INC. does not independently guarantee a delivery date.
Any carrier delivery commitment is subject to the carrier’s terms, exclusions, service changes, and applicable shipping account agreement.
After the carrier accepts the shipment, it manages transportation and delivery timing. Delays may result from weather, operational disruptions, customs clearance, regulatory requirements, address issues, or other circumstances.
Contact us for assistance if your shipment is delayed.
6 Shipping Fee Refunds for Transit Delays
A carrier transit delay does not automatically qualify an order for a shipping fee refund.
If we hand the shipment to the carrier using the purchased service within any expressly confirmed dispatch timeframe, shipping fee refund eligibility depends on the applicable carrier service guarantee and account agreement.
Publicly advertised carrier guarantees may not apply to shipments made under our negotiated shipping account agreements.
Contact us promptly about delayed expedited shipments so we can review eligibility within applicable carrier claim deadlines. We will assist with eligible refund or credit requests; carrier approval is not guaranteed.
If no applicable service guarantee covers the shipment, shipping charges will not be refunded solely because of a carrier transit delay, except where required by law.
If the carrier approves and issues a refund or credit for the delay, we will pass the corresponding amount on to the customer, up to the shipping charge paid for that shipment.
7 Dangerous Goods and Restricted Shipments
Certain products, including lithium batteries, may be subject to dangerous goods or hazardous materials requirements.
These requirements may limit available destinations and services or require additional packaging, handling, documentation, or charges.
Such shipments may also be excluded from carrier service guarantees. Eligibility depends on the shipment’s classification, selected service, and applicable carrier terms and account agreement.
8 Dispatch or Service Errors by GREPOW, INC.
If we fail to meet an expressly confirmed dispatch commitment or use a different shipping service from the one purchased without your agreement, we will review the issue separately and provide an appropriate shipping fee adjustment or refund.
9 Tracking and Delivery Information
Tracking information will be provided when available. Tracking may not show movement immediately after a label is created.
Customers must supply accurate delivery information and arrange to receive the shipment, including providing a signature where required.
Contact us promptly if your address needs to be changed. Changes may not be possible after processing or carrier acceptance and may incur additional carrier charges.
10 International Duties, Taxes, and Customs
For international shipments, including shipments to Canada, customers are responsible for applicable duties, taxes, brokerage fees, and import charges unless expressly stated otherwise at checkout or in our quotation.
Customers are responsible for confirming that the products may be imported into their destination.
Customs clearance and regulatory requirements may affect delivery timing. Shipping approval does not guarantee customs clearance or a particular delivery date.
11 Freight Forwarders
If you intend to use a freight forwarder or package forwarding service, contact support@gensace.com before ordering so we can confirm whether delivery to the forwarding address is acceptable.
Acceptance of a forwarding address does not constitute approval or arrangement of onward international shipping by GREPOW, INC.
Customers must confirm that their forwarding provider accepts the products, including any lithium batteries, and can meet applicable transportation and import requirements.
GREPOW, INC. does not arrange or guarantee transportation performed by a customer-selected forwarding provider. Delays, losses, or damage occurring during that provider’s onward transportation should be reported to the provider.
12 Lost or Damaged Shipments
Lost or damaged shipments are handled separately from transit-delay refund requests.
Contact us if tracking indicates a delivery problem, a package appears lost, or an order arrives damaged. We will investigate and arrange an appropriate resolution based on the findings.
For damaged deliveries, retain the shipping box, label, packaging, and affected products, and provide photographs where possible.
13 Returns and Consumer Rights
Return shipping arrangements are governed by our Return Policy and Warranty Policy.
Nothing in this policy excludes or restricts rights or remedies that cannot lawfully be excluded or restricted.
14 Contact Us
For non-defective returns, see our Return Policy.
For manufacturing defect claims, see our Warranty Policy.